IT Service Manager

Cardiff (Caerdydd)
From £35,000 to £45,000 per annum + Flexible Benefits
05 Aug 2017
16 Aug 2017
An exciting opportunity to join a dynamic and innovative Xanite software development team within the Equiniti Group’s Shared IT department. The core activities of the Xanite Software Development team are: Deliver Innovative software solutions to meet the needs of both internal and external client base Provide technical input to the Xanite product set and ensure that the technology roadmap aligns to business strategy Support the Equiniti business by delivering market leading technology solutions through an in depth knowledge of the markets and products that Equiniti work with Create a centre of excellence for all Java and SQL based development within the Equiniti Group IT Service Manager to work within Equiniti Xanite to manage the IT support teams and service desk in providing the production support service to defined SLA / OLAs. The role will be focused on establishing Equiniti’s ITIL based service (incident, problem and change) management function in Equiniti Xanite, as part of the group’s established Service Management function. Equiniti Xanite also have a number of 3 rd party clients and a part of the role will be managing the service relationship with these clients and ensuring that the relevant reporting and MI to manage these The role will also be responsible for managing an ITIL aligned change process, supported by the wider Equiniti Group IT team and also include the direct line management of a small team of skilled service desk operatives and ensuring they have the optimal process to support them in an ever increasing support workload across a range of clients. As an IT Service Manager you will be responsible for; Major and priority incident management Reporting at unit level of contractual (SLA) & KPI metrics Manage the IT service catalogue and support model Implement and manage weekly/monthly service meetings Participation in the management (service and commercial) of third party suppliers including participating in bids and tenders Managing diverse service queries and approval requests Participation in 24/7/365 out of hours IT support rota Engagement with off shore and on shore support and service teams Interaction with a wider EQ group IT service management team As the successful candidate you will possess; Excellent stakeholder management skills Ability to identify and escalate risks, issues and actions Experience of Managing ITIL within Service Management Functions Awareness of IT data security standards Experience with the management of 3 rd party suppliers Experience in managing Service Desk operations Experience of IT within a financial services organisation would be an advantage This job was originally posted as